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Some Nice Niche Technologies - Strategic Contact - Blog

Some Nice Niche Technologies

Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they need to function at peak efficiency. But I’d like to put a spotlight on a few niche technologies and tell you why I find them intriguing

Desktop and process analytics (DPA) captures and analyzes all activity on agent desktops. It’s an invaluable tool for ongoing performance optimization as well as targeted improvement efforts. For example, DPA supports root cause analysis to identify the most common challenges in finding and using information. Armed with this insight, the center prioritizes what to fix – the desktop interface, the search engine, end user training, etc. Analysts in the center work with IT and the training department to tackle the problems. With a good baseline before changes are made, the tool can then help verify whether or not the fixes worked. The potential results? Handle time goes down, first contact resolution goes up, answers are correct and consistent, and customer experiences improve.

Speech analytics can take a center’s quality monitoring program to a whole new level. For example, CallMiner can automate scoring of every contact and provide feedback in graphical performance dashboards. Utopy (now owned by Genesys), Verint, and others automate call selection for QM based on keywords or phrases. Some vendors can also use real-time capabilities to notify supervisors of a quality issue as it’s occurring. Coaching can happen in real-time or as a follow up to opportunities the SA/QM tool reveals. SA can also help an analyst look at trends and overall scores to determine if new training and/or processes (or things like cross-selling new product offerings) are taking hold.

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Context-aware applications use information (who, what, where, when, how) to create “seamless and integrated” customer interaction journeys across a wide variety of media. Hooks into traditional CRM applications may provide additional data (or context). Applications use this information in targeted routing as well as screen pop of customer information and their interactions. So what makes this one exciting if it’s just glorified CTI? Many centers don’t have CRM, or if they do, it may not provide all the tracking needed for contact routing and handling. Moreover, they are not using data effectively through integration and business rules that leverage the right data to benefit customer interactions, not to mention the visibility into outcomes through reporting and analytics that follows. Using context effectively can lead to increased agent productivity, customer satisfaction, and upsell/cross-sell opportunities.

Gamification formalizes incentives and performance management through gaming tools, creating both competition and collaboration. It can create a new focus on and visibility to performance targets. For example, gamification can apply to compliance, adherence, and offers, but can also include things like knowledge contribution, assisting peers, and suggesting continuous improvement opportunities. It can be utilized in the short term for targeted initiatives, or in the long term to ensure performance measurements don’t become tiresome or ignored. The direct tangible paybacks are in agent retention and performance, which can also lead to customer retention. The value increases with the right targets and incentives, e.g., by rewarding high customer satisfaction or effective upsell.

It’s easy to get excited about the next great thing. And while I don’t want to temper enthusiasm, I would be remiss if I didn’t offer my list of things you should do before you become enamored with the latest, greatest technology:

  • Institute accurate screen pop on arrival and on transfer based on ANI or caller entered identification
  • Design and implement a good main menu – short, to the point, low level of effort (and no irritation factor!)
  • Provide representatives with as much information as the customer can see online – or better yet, more
  • Give representatives easy access to the right knowledge at the right time, making sure it’s up to date and consistent across channels
  • Follow through on problem solving by taking action on commitments made to the customer
  • Follow up on bad survey feedback by having  business rules trigger action on low scores – e.g., root cause analysis and a call from a leader

Read the full article for some cautionary advice as well as a list of other interesting niche technologies.


Publish Date: April 12, 2016

2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.

View more from Strategic Contact

Recent Blog Posts:
Surveys Highlight CC OpportunitiesNovember 12, 2020
Is Your Contact Center Ready for Novel Coronavirus-like Scenarios?February 26, 2020
Does Your Technology Help (or Hinder) Agent Engagement?February 5, 2020
Make 2020 the Year of the AgentDecember 3, 2019
Get Excited About Self-ServiceAugust 14, 2019
Affordable Technology Comes to the Rescue for Small Contact CentersJune 14, 2016
Take a Fresh Look at ID&VMay 6, 2016
One Number, NOT One QuestionMay 2, 2016
Some Nice Niche TechnologiesApril 12, 2016
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